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Santam Tailored Claims Solutions has a position available for a Claims Quality Consultant, based in Belville, Cape Town.

JOB DESCRIPTION

The Claims Quality Consultant monitors and analyses the interactions of Client Service Consultants, Desktop Assessors, and clients to provide feedback on adherence to policies, procedures, and customer experience whilst maintaining relationships with Business Partners.

The role identifies opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development. The Quality consultant will execute audit assessments of both live and historical interactions. Process improvement initiatives, qualitative and quantitative reporting (daily, weekly, and monthly performance, trend analysis, complaints resolution, and calibra...